Benchmarking Goes to School

Abstract:In 2004, Carleton University in Ottawa, Canada, started a benchmarking project to improve the quality of its housing allocation services. A multi-functional team began its work by mapping existing residence application processes to establish a baseline, followed by an analysis of voice of the customer data gleaned from two focus group exercises with students. The university implemented many of the team’s recommendations and is seeing the benefits. Reduced cycle times and vacancy rates have resulted in $400,000 in extra gross revenue for the academic …